Head of Customer Experience Programs at JetBlue Talks About Streamlining the Airport Check-in Process - THE PETROVA EXPERIENCE

Head of Customer Experience Programs at JetBlue Talks About Streamlining the Airport Check-in Process

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  • Head of Customer Experience Programs at JetBlue Talks About Streamlining the Airport Check-in Process

    Liliana Petrova, Head of Customer Experience Programs at JetBlue Airways, talked about how JetBlue transformed the airport lobby check-in experience for its customers.

    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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